CASE
ATAG Heating
Voxtron Communication Center
For ATAG Heating we returned to an old acquaintance: Voxtron Communication Center (VCC). The assignment was as follows: implement a call center of ± 20 agents, on top of the innovaphone VoIP telephone exchange, installed and managed by WH2A. These agents work in different departments (sales, helpdesk, planning, and debtors) and take calls from 3 countries (the Netherlands, Belgium and Germany). Additional requirement was to keep the service numbers for the recently integrated Elco. The result is a VCC with multiple queues, for which the agents can log on depending on their skills. Calls arriving at the reception desk or at another non-call center employee, can easily be forwarded to one of the queues. A dashboard provides insight into the KPIs of the system.

ATAG Heating in Lichtenvoorde The Netherlands, produces for more than 70 years innovative and high-quality heating products. This ranges from heat pumps, central heating boilers, (solar) boilers, water softeners, thermostats to solar collectors. ATAG focuses on sustainability and reduction of CO2 emissions. ATAG is part of the international Ariston Thermo Group.

WH2A in Zeewolde, the Netherlands, has been supplying ICT support to companies for 3 decades. It has more than 150 clients in various business areas, for which they offer customized services: professional system management (servers, backups, updates, security checks), hosting (always and everywhere reachable, guaranteed) and VoIP (hosted) telephony.